What Happens When An Email is Added

When an organisation adds a patient’s email address to their PKB record either manually or via automation, the patient receives an email invitation to register.

If the patient’s record already exists in another organisation, they may still receive a notification email even if no email was present at the time of your record creation. This notification informs them that they have been connected to your organisation.

• If the patient is not yet registered, they’ll be invited to do so.

• If the patient is already registered, they will be automatically connected to your organisation.

All email communications are sent by PKB from no-reply-uk@patientsknowbest.com, on behalf of the organisation.

Why These Emails Matter

These notifications:

• Inform patients that they’ve been connected to your organisation.

• Provide clarity on why this connection has happened and what information is being shared.

• Help build trust and encourage patient engagement with their health record.

All emails include pre-populated content explaining the context.

For information about when email notifications are sent to patients and carers, please read our manual.

The full text of emails sent to patients and carers is published in this document.

How To Personalise Email Notifications

Organisations can customise the footer of email notifications with:

• A logo

• Custom text

• Links (e.g. to your organisation’s support or information pages)

This can be done at both the organisation level and clinical team level.

Organisation-Level Customisation

Adding your organisation’s logo and messaging to all emails can:

• Increase familiarity and trust for patients

• Reinforce the legitimacy of PKB as part of your services

• Provide first-line support contact details

• Promote NHS login registration by including helpful links

PKB recommended logo size: 240 x 60 pixels (maximum width: 600px) and keep text short and easy to read for patients.

Team-Level Customisation

Clinical teams can add custom text to emails to:

• Help patients understand why they were added to a specific team

• Reinforce next steps (e.g. complete a questionnaire or read specific resources)

• Build a sense of personalised care and familiarity